Falcon Safaris
- Located In:
- Size:
- 20-50 employees (Founded in 2002)
- Member Of:
- ZTA, ASATA, ZNTBS & MARS
- Tour Types:
- Custom mid-range & luxury tours that can start every day
- Destinations:
- Price Range:
- $100 to $600 per person per day (USD, excl. int'l flights)
Reviews
US
Email Nicholas | 35-50 years of age | Experience level: 2-5 safaris
Never shows up on time
I was very disappointed with Falcon Safaris. When I booked these activities I was under the impression that Falcon Safaris worked closely with our concierge at the Royal Livingstone. Every voucher slip that we had told us a time to be ready, and we were always ready at that time. Unfortunately Falcon Safaris was always at least 45 minutes late. It literally happened 4 times. The concierge was always in disagreement with Falcon Safaris and I felt that we paid the price. Would not recommend Falcon Safaris to other guests of the hotel.
Reply from Falcon Safaris
Posted on Aug 28, 2015Dear Mr Iagulli,
Thank you for the feedback above which we highly value. I was actually expecting that you would send me an email directly after all the communication we had when arranging your hotel and activities bookings.
I went through all your bookings and made investigations with the different suppliers to gather what eventually transpired. You booked 3 different activities through Falcon Safaris as follows:
1. African Queen Sunset Cruise
The normal pick up time in Summer for sunset cruises is 1600hrs from Royal Livingstone Reception. You stated you were picked up 45 minutes late from the hotel. After checking with Livingstone’s Adventures who did the transfer they informed me that no guests were picked up late. If you were 45 minutes late then you should have missed the sunset cruise and we would have been swiftly informed and contacted you. The hotel concierge also confirmed there was no problem with cruise pick-ups on the day you went for the cruise on the 6th August.
2. Lion walk, cheetah walk& Elephant ride (Mkuni Combo)
I realized this was the only error on my side as I gave you the winter pick up time of 0630am instead of the summer pick up time of 0700am. I checked with Mkuni to see if there was any further delay but they also informed me that pick up was at exactly 0700hrs. My sincere apologies for this error on the voucher I sent to you and for making you wait for 30 minutes before you were picked up. However i am happy that you did went on this amazing activity and I trust you had a good experience.
3. Livingstone Island Morning Breezer
This activity departs from the Royal Livingstone Hotel Sun Deck which is just a few meters from the Hotel reception. From experience and after checking with Tongabezi, the ick up time was at exactly as I indicated. Once again, if you were 45 minutes you would have missed the whole activity completely. I therefore do not understand how you could be 45 minutes late but still make it for the activity.
I also received the email you sent directly to the hotel complaining about the hotel concierge and I have since responded to the hotel directly. The hotel concierge is independently run by a different operator and not Falcon Safaris and the experience you would have had with the concierge even though highly regrettable does not reflect on the standard of our service and was beyond our control. From the point we started the booking experience until you confirmed your holiday and decided to book with Falcon Safaris, I have no doubt we were up to standard and efficient.
Regards
Patrick Manyika
50-65 years of age | Experience level: 2-5 safaris
Overpriced.
For what we received the charges were exorbitant--the room was not in order upon arrival, water not hot, pool hours limited so that once one returns from the cruise the pool was closed, cruise time was fine but the distance and information limited, family rooms sleep six but only four allowed (????), price was more upon arrival than quoted in the email. Sorry, but we won't be staying there again. It just wasn't worth the price.
Reply from Falcon Safaris
Posted on Apr 22, 2015Thank you for your feedback.
Please note that we are a travel agent and do not own or manage any of the hotels we deal with. We do however expect the highest standards from our suppliers and find this rather unacceptable as well as a pity that we end up with a negative review because of this! We will communicate with the hotel to try to make sure that this does not happen again.
Thank you again for traveling with us.
Regards
Christel van der Merwe
Marketing Manager
DE
Email Anne | 50-65 years of age | Experience level: 2-5 safaris
A promise not fulfilled
Victoria falls are breathtaking and definitely worth the trip. The way to reach them needs carefull attention though. Being stuck in an airport for a full day, we have been initially supported by Falcon in a correct way. However, we got the promise in the bus, in front of other witnesses, that the safari day to Bostwana (which was cancelled due to shortage of time) would be refunded. Guess what, back home this was no longer the case. While Falcon Safaris seems to have been very responsive, this no longer existed when money was at stake, and we got no refund for hotel and not for the safari, while the later had been promised, otherwise we might have chosen to sacrifize the cruise on the river. I had paid in advance the park entrance. I can only recommend, pay the minimum in advance. It's when you have troubles that the average and the great can make a difference. The refusal for any further discussions was also disappointed.
Last point, not entirely disconnected to the experience on this trip and not the fault of Falcon Safaris: don't be foolish and pay more thinking you get safer with South African Airways. Worst experience ever: lost the luggage, delayed and missed the connexion without any apology, 4 hours, yes 4 hours of fight to get a boarding pass for the flight on the next day.
Reply from Falcon Safaris
Posted on Sep 20, 2014Dear Anne
Thank you for your feedback. I find it rather disappointing that you are writing us such a negative review despite all the efforts we made to assist you to make the most of your holiday when you missed your flight.
We had nothing to do with your flight reservations and as such had no control over you missing your connecting flight. We did however immediately jump to action, rearranged all your activities at very short notice and was able to re-schedule it in such a way that you were still able to experience all the activities you booked with us (including the Chobe Safari). Being high season in the area, this was no mean feat. I also offered to drive to the airport in Johannesburg to assist you in any way possible but you declined the offer.
I have no idea why you decided not to do the Chobe Full day safari, but since there was no reasonable reason for this, we refunded you 50% for this tour, even though we were under no obligation to refund you at all.
You also booked and paid for only two people for the elephant back safari while all three of you partook in the activity. We paid for the third person out of our own pocket, although you did not arrange this with us, nor did you pay us for this. We did this as a gesture of good faith, but this was obviously not appreciated.
The park fees we charged you was explained on several occasions, both on the phone and by email. Zimbabwe park fees (which is what you were charged for) are charged as legislated by government and it has to be paid if you want to visit these attractions, either by paying the operator in advance or at the point of entry. We make no money on this and it is paid over to park officials on a daily basis. You were charged park fees for the helicopter flight, tour of the falls (rain forest) and the sunset cruise in Zimbabwe. You partook in all these activities, so I really cannot comprehend why you are still unhappy about this.
As for a refund for the hotel - I have in my 20 years in the industry not dealt with a single hotel who will give you a refund because you missed your flight. I did however check with the general manager of the hotel, just to make sure and he told me exactly what I told you. I.e. they are not responsible for you missing their flight and their cancellation terms and conditions are clear. You should take this up with your travel insurance and/or the airline.
We also did not refuse further discussion about the entire issue. The matter was escalated to management, i.e. either the owner of Falcon Safaris or I and I asked you to please direct any further inquiries about this to either of us, rather than to the consultant who dealt with your reservations, as he does not have the authority to agree on refunds etc.
I hope this explains some of your concerns, although I already mentioned all of the above (excl the elephant safari) to you via email.
Feel free to email me if anything is still unclear and you have any further concerns.
Kind regards
Christel van der Merwe
Marketing Manager
Falcon Safaris
Email Eureka | 50-65 years of age | Experience level: first safari
Friendly on the time staff
Communications: This was great before our arrival. After that, we had no communications, we had to find out ourselves what time we would be picked up for transport to the airport on departure.
Safari could not give us the best prices for activities, we had to spend a lot of time looking for good prices.
Email Alice Haywood | 50-65 years of age | Experience level: over 5 safaris
Livingston Hotel
Problems with communications - had to contact office in RSA to find out if money transfers was received etc. Last transfer not confirmed to date. Stay at Livingston was however outstanding
20-35 years of age | Experience level: 2-5 safaris
Satisfactory
Beforehand the service received from Falcon was exemplary. From booking to confirming our stay the service was excellent.
Unfortunately when i arrived at the Zambezi Sun they claimed someone from Falcon Safaris had cancelled one of the rooms we had booked and paid for a day before we arrived.
The inconvenience to us was such that they had to find us a room far away from the other which we were not pleased with.
Email Dave P | 50-65 years of age | Experience level: 2-5 safaris
Location rather than luxury!
Fantastic location, staff and breakfast. Disappointing room - aircon unusable due to noise and dirty tissues found in bed!!! No attempt by reception staff to apologise
Dinner at sister hotel awesome!
Reply from Falcon Safaris
Posted on Apr 13, 2015Thank you for your feedback. We will communicate with the hotel to try and resolve the issue. Please note that we are only a travel agent for Zambezi Sun and be assured that your feedback will be communicated to the hotel management. We are glad you found the location and dinner at Royal Livingstone hotel fantastic.
Thank you again for traveling with us.
Regards
Benedict Nyathi
Web & Social Media Admin
65+ years of age | Experience level: over 5 safaris
not customer service friendly enough
I booked at Chobe Safari Lodge, when I arrived I was advised that I was booked into Chobe Bush Lodge, Not having been advised by Falcon, I thought I had made a Mistake in the booking. Fortunately it is next door to the Safari Lodge, with MUCH better rooms.
65+ years of age | Experience level: over 5 safaris
We asked FS to reserve a room at The Gorges which they appeared to handle effectively.
We were bumped from The Gorges (they said they had been overbooked) despite us having a confirmed and paid reservation. Falcon offered us an alternative night at Vic Falls Hotel which we declined and accepted a much more expensive night at Khulu Ivory Safari Lodge. As we got short notice of this situation it was a hassle to provide proof of payment of the additional amount required. We enjoyed our stay at Khulu very much but were disappointed that we missed out on The Gorges.
CH
20-35 years of age | Experience level: 2-5 safaris
On time. Good services.
Service was good. Good visits.
The communication was not the best. We took 2 tours the day after our arrival, the person who greeted us told us ok and what time it was but giving us any paper ... but we only paid at the beginning of the visits, it's ok.